Detecting and correcting user confusion by a voice response system
AssigneeInternational Business Machines Corporation
InventorsEric V. Kline, Sarbajit K. Rakshit
Life of this patent
Estimating the term…
Abstract
Methods, systems and computer program products for detecting and correcting user confusion by a voice response system are provided. Aspects include monitoring, by the voice response system, ambient audio for a voice command from a user, determining and playing a response to the voice command, and monitoring a reaction of the user to the response. Based on a determination that the user did not understand the response, aspects include providing additional reference information to the user. The additional reference information is configured to aid the user in understanding the response.
Claims17
A method for detecting and correcting user confusion by a voice response system, comprising:
- monitoring, by the voice response system, ambient audio for a voice command from a user;
- identifying the user;
- obtaining a user profile for the user;
- determining and playing a response to the voice command;
- monitoring a reaction of the user to the response to determine whether the user understood the response;
- and
- based on a determination that the user did not understand the response:
- identifying a portion of the response that is responsible for a confusion of the user;
- providing additional reference information regarding the portion of the response to the user, wherein the additional reference information is configured to aid the user in understanding the response and wherein the additional reference information is determined based on the user profile which includes user preferences for a type of additional reference information to be provided to the user,
- wherein the identification of the portion of the response that is responsible for the confusion of the user is made by the voice response system asking the user a follow-up question regarding the response,
- wherein the user preference for the type of additional reference information to be provided to the user indicates that the user prefers being provided with one of a spelling and a synonym of a word that is determined to cause confusion by the user.
A system for detecting and correcting user confusion by a voice response system, comprising:
- a memory having computer readable instructions;
- and
- a processor for executing the computer readable instructions, the computer readable instructions including instructions for:
- monitoring, by the voice response system, ambient audio for a voice command from a user;
- identifying the user;
- obtaining a user profile for the user;
- determining and playing a response to the voice command;
- monitoring a reaction of the user to the response to determine whether the user understood the response;
- and
- based on a determination that the user did not understand the response:
- identifying a portion of the response that is responsible for a confusion of the user;
- providing additional reference information regarding the portion of the response to the user, wherein the additional reference information is configured to aid the user in understanding the response and wherein the additional reference information is determined based on the user profile which includes user preferences for a type of additional reference information to be provided to the user,
- wherein the identification of the portion of the response that is responsible for the confusion of the user is made by the voice response system asking the user a follow-up question regarding the response,
- wherein the user preference for the type of additional reference information to be provided to the user indicates that the user prefers being provided with one of a spelling, and a synonym of a word that is determined to cause confusion by the user.
A computer program product comprising a computer readable storage medium having program instructions embodied therewith the program instructions executable by a computer processor to cause the computer processor to perform a method, comprising:
- monitoring, by a voice response system, ambient audio for a voice command from a user;
- identifying the user;
- obtaining a user profile for the user;
- determining and playing a response to the voice command;
- monitoring a reaction of the user to the response to determine whether the user understood the response;
- and
- based on a determination that the user did not understand the response:
- identifying a portion of the response that is responsible for a confusion of the user;
- providing additional reference information regarding the portion of the response to the user, wherein the additional reference information is configured to aid the user in understanding the response and wherein the additional reference information is determined based on the user profile which includes user preferences for a type of additional reference information to be provided to the user,
- wherein the identification of the portion of the response that is responsible for the confusion of the user is made by the voice response system asking the user a follow-up question regarding the response,
- wherein the user preference for the type of additional reference information to be provided to the user indicates that the user prefers being provided with one of a spelling, and a synonym of a word that is determined to cause confusion by the user.
Dependencies are inferred from the claim text.